Senior Contact Center Technical Lead
Current- Efficiently managed and operated the company helpdesk, ensuring seamless functionality and timely resolution of user queries and technical issues.- Successfully utilized RMM solutions such as Syncro and Bitdefender GravityZone, contributing to streamlined IT operations and security management within the organization.- Held the position of Senior Technical Lead, overseeing a proficient team of Technical Analysts spanning two locations in Chicago and New York.- Spearheaded the resolution of critical technical challenges within the contact center environment, including issues pertaining to hardware, software, and network disruptions.- Provided comprehensive guidance and mentorship to Technical Analysts and Junior Leads, fostering continuous enhancements in their competencies and achievements.- Maintained a pivotal role for troubleshooting, consistently delivering optimal resolutions to team-wide challenges.-Proficiently handled the creation and deactivation of user accounts within Active Directory, ensuring accuracy and security in user access management processes.
